28 days old

Storage Support Engineer for US

София, SOFIA 1000
  • Job Code

For our Brand Remote Technical Support team, were looking to hire Enterprise Technical Support Specialist with client-first mindset and eager to learn. In this challenging role, youll be responsible to receive and record incident related information, using a variety of tools, techniques and procedures, select appropriate actions to resolve problems. This role participates in remote technical support of IBM hardware & software products and/or systems.

Your Role and Responsibilities

  • Flexible schedule to support 24x7 shift operations and on-call coverage (as applicable)
  • Respond to escalated customer calls, complaints, questions and queries.
  • Provide remote troubleshooting and analysis assistance for installation (or re-installation), usage and configuration questions.
  • Provide answers for general usage and operation questions. Provide problem determination / problem source Identification.
  • Review diagnostic information to assist in isolation of a problem cause (which could include assistance interpreting traces and dumps).
  • Identify known defects and fixes to resolve problems.
  • Provide assistance on supported product known defects for which available corrective service information and program fixes are available.
  • Identify suspected defects and engage development teams to assist in resolution.
  • Manage issue identification and resolution process.
  • Interpret online manuals regarding IBM code and application interfaces.
  • Collaborate with other support centers and business units to provide seamless problem resolution.
  • Demonstrate proficiency in the IBM hardware and software platform supported by maintaining applicable technical certifications.
  • Provide technical support service delivery within established guidelines.
  • Demonstrating soft skills and technical skills that contributes to client satisfaction.
  • Contributes positively towards the achievement of performance targets in all aspects of the teams activities.

Required Technical and Professional Expertise
Education and professional experience:
  • Bachelor's Degree (or equivalent) in relevant subject
  • At least 2 years experience working in the area of customer support
  • Basic Storage and Networking knowledge
Language skills:
Fluency in English

Skills and competencies:
  • Excellent command of spoken and written English (C1 Level)
  • Customer-first mindset with high sense of ownership
  • Excellent interpersonal, presentation and communication skills
  • Eagerness to learn and expand technical competencies
  • Experience within a Technical Support Center environment
  • Experience with support processes and procedures
  • Good computer literacy, OS, including MS Office
  • Flexibility and ability to deliver in demanding and changing circumstances
  • Ability to use clear/good judgment
  • Focused & results orientated
  • Good analytical and problem solving skills
  • Ability to work within a team

Preferred Technical and Professional Expertise
  • Previous experience in a similar role is a plus
  • Second foreign language is considered as advantage

About Business Unit
IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the worlds most important industries and our clients are the architects of the future.Join us to help build our leading-edge technology portfoliodesigned for cognitive business and optimized for cloud computing.

Your Life @ IBM
What matters to you when youre looking for your next career challenge?

Maybe you want to get involved in work that really changes the world. What about somewhere with incredible and diverse career and development opportunities where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM
IBMs greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.



  • Computers Software and Hardware
Posted: 2019-10-17 Expires: 2019-11-16

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Storage Support Engineer for US

София, SOFIA 1000

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